Platform Administrator
平台管理员职位总结，平台管理员是服务通讯客户的可靠顾问和技术管理员，确保平台配置保持，优化并与业务需求一致。这个角色与客户，设施协调员，客户成功，产品管理和支持团队密切合作，实现配置变更，支持平台改进，推动 ServiceChannel 功能采用。该职位负责行政配置，用户管理，客户要求更新以及有关平台性能和增强的通信。关键责任：客户平台管理 ·根据客户要求配置和维护服务道平台设置。·修改并管理用户访问，权限和行政设置。• 在批准的平台模块中实现客户请求更新。·保持仪表板设置，工作流程和问题列表配置。客户咨询与支持 ·作为平台管理请求的主要联系点。·审查客户增强请求，并与内部利益相关者合作评估解决方案。·提供对客户的增强请求和平台倡议的更新。· 沟通服务道系统性能问题和平台更新给客户及内部利益相关者。配置管理支持配置与管理：· 地点 & 提供商分配 ·资产管理 · 冷藏器跟踪 · 网站规划 ·库存 · 项目 · 供应经理 · 预防性维护配置 · 业务时间设置 · 发票和提案工作流程 · 自动发票批准过程 · 仪表板管理 · 问题列表配置跨功能合作 · 与客户成功管理人员，产品团队，支持团队和设施协调员合作，以提供客户解决方案。·参与与平台管理和优化相关的客户会议。· 文件平台变更并保持配置记录。· 对领导和技术团队适当地扩大问题和风险。要求资格 · 在 SaaS 管理，客户支持，系统管理，设施管理技术或相关领域有2年以上经验。· 经历管理面向客户的技术解决方案。·强。
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Platform Administrator
Position Summary
The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers, ensuring platform configurations are maintained, optimized, and aligned to business requirements. This role partners closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and drive adoption of ServiceChannel capabilities. This position is responsible for administrative configuration, user management, customer-requested updates, and communication regarding platform performance and enhancements.
Key Responsibilities
Customer Platform Administration
- Configure and maintain ServiceChannel platform settings based on customer requirements.
- Modify and manage user access, permissions, and administrative settings.
- Implement customer-requested updates within approved platform modules.
- Maintain dashboard settings, workflows, and issue list configurations.
Customer Consultation & Support
- Serve as the primary point of contact for platform administration requests.
- Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
- Provide customers with updates on enhancement requests and platform initiatives.
- Communicate ServiceChannel system performance issues and platform updates to customers and internal stakeholders.
Configuration Management
Support configuration and administration within:
- Locations & Provider Assignments
- Asset Management
- Refrigerant Tracking
- Site Planning
- Inventory
- Projects
- Supply Manager
- Preventative Maintenance configuration
- Business Hours settings
- Invoice and Proposal workflows
- Auto Invoice Approval processes
- Dashboard administration
- Issue List configuration
Cross-Functional Collaboration
- Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
- Participate in customer meetings related to platform administration and optimization.
- Document platform changes and maintain configuration records.
- Escalate issues and risks appropriately to leadership and technical teams.
Qualifications
Required
- 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
- Experience managing customer-facing technology solutions.
- Strong analytical and troubleshooting skills.
- Ability to manage multiple priorities and customer requests simultaneously.
- Excellent written and verbal communication skills.
- Experience working with cross-functional stakeholders.
Preferred
- ServiceChannel platform experience.
- Zendesk experience.
- Knowledge of facilities management workflows.
- Experience with workflow automation and business process optimization.
- Experience supporting enterprise customers.
Success Measures
- Customer satisfaction and platform adoption
- Configuration accuracy and quality
- Request turnaround time
- SLA adherence
- Reduction in configuration-related escalations
- Customer retention and expansion support
- Stakeholder satisfaction
Originally posted on Himalayas